Field Support / Desk-Side Support Lead

Role Name: Field Support / Desk-Side Support Lead


Location: Miami, FL (Onsite - Minimum 4 days per week)


Rate: $35/hr on W2 all inclusive

Description:
Role Overview


We are seeking an experienced Field Support / Desk-Side Support Lead to oversee onsite end-user support operations and ensure high-quality service delivery. This role combines hands-on technical expertise with team leadership, service management, and stakeholder engagement.


The ideal candidate will drive operational excellence, improve user experience, and ensure adherence to SLAs/XLAs. Prior experience in the cruise line or hospitality industry is a strong advantage, given the dynamic and customer-centric environment.


Key Responsibilities


Leadership & Delivery Management


Lead and manage a team of desk-side/field support engineers, ensuring consistent service delivery
Act as the primary onsite lead and escalation point for critical incidents and VIP support
Drive adherence to SLAs, XLAs, and KPIs (resolution time, first-touch resolution, CSAT)
Collaborate with Service Desk, Infrastructure, Network, Security, and Application teams for end-to-end issue resolution
Provide regular reporting and insights on performance, trends, and improvement opportunities
Operational Excellence


Oversee incident, request, and problem management processes
Ensure timely execution of IMACD activities (Install, Move, Add, Change, Dispose)
Maintain governance over asset lifecycle management and inventory control
Identify and implement continuous improvement initiatives to enhance end-user experience
Ensure compliance with ITIL processes, security policies, and organizational standards
Technical Oversight


Provide hands-on support for complex technical issues involving desktops, laptops, mobile devices, and peripherals
Support and troubleshoot:
Windows OS (10/11), Microsoft 365 suite
Active Directory / Azure AD (user and access management)
Network connectivity (LAN/Wi-Fi, VPN)
Endpoint management tools (SCCM, Intune, etc.)
Ensure effective use of ITSM tools (e.g., ServiceNow) for tracking and reporting
Stakeholder & Customer Management


Build strong relationships with business stakeholders and VIP users
Act as a trusted advisor for workplace technology and user experience improvements
Handle executive/VIP escalations with a high-touch service approach
Required Skills & Qualifications


5-8+ years of experience in Desk-Side / Field Support / End-User Computing, with lead or supervisory experience
Strong knowledge of:
Windows OS, Microsoft 365, and enterprise applications
Active Directory / Azure AD
Hardware troubleshooting (Dell, HP, Lenovo)
Networking fundamentals (DNS, DHCP, IP, VPN)
Experience managing onsite support teams and operations
Hands-on experience with ITSM platforms (ServiceNow preferred)
Proven ability to manage SLAs, KPIs, and service performance metrics
Excellent communication, leadership, and stakeholder management skills
Preferred Qualifications


Prior experience in cruise line, maritime, or hospitality environments
ITIL certification or strong understanding of IT Service Management frameworks
Experience in managed services or SLA-driven delivery models
Exposure to automation, self-service, and digital workplace solutions
Key Competencies


Strong leadership and team management skills
Customer-first mindset with focus on user experience (XLAs)
Ability to operate in a fast-paced, high-visibility environment
Excellent problem-solving and decision-making capability
High level of ownership, accountability, and professionalism
Work Model


Onsite role in Miami, FL
Minimum 4 days per week onsite presence required